Members only

Overall Purpose of Job

To manage, monitor and implement the Damp and Mould Action Plan. To work closely with all areas of the business to ensure that the Damp and Mould Action Plan is implemented within timescales and identify areas for improvement and report performance to senior management and board.

1. • Permanent position £ 42,000 p.a.
   • Mon-Fri
   • 30 days annual leave
   • Health Scheme
   • Pension
   • Training and development

 

Main Responsibilities:

1. • To facilitate positive and effective communication via all methods with customers and within the entire directorate and ensure standards are maintained. Ensuring communication methods are consistently reviewed and full utilisation of communications available through our Tech & Innovation Team are explored.
   • Ensure Damp and Mould awareness, policies, reporting and relevant timescales are a core component of contractor management.
   • Monitor and manage customer satisfaction, ensuring agreed timescales are achieved and identify areas for improvement
   • Work closely with all relevant teams to ensure processes are operating effectively.
   • Identify trends and learning and drive through service improvements and policy/procedural changes to alleviate further possible dissatisfaction
   • Identify areas for improvement across the business and implement/issue relevant training to ensure high levels of customer liaison and satisfaction are maintained
   • Identify and report Value for Money savings related to good Customer Liaison and Customer Care and also the projected potential financial impact where services fall short or are not handling effectively.
   • Deliver, collect and record data relating to Damp and Mould cases and assist in the construction of all KPI data and reporting across the directorate.
   • Ensure that all Damp and Mould policies and procedures, and those that directly or indirectly impact on the same are adhered to, and identify where amendments or reviews are required.
   • Continuous liaison with members of the property team, updating on issues raised and information, assign  actions with set targets and report performance of the same to the Homes& Property Manager on a regular basis.
   • Devise new initiatives that are brought into practice, ensuring an impact assessment is carried out considering the immediate and wider impact of new initiatives and ensuring that appropriate consultation is carried out with relevant teams.
   • Deliver training to internal teams and monitor performance to ensure the highest level of performance in delivering services relating to Damp and Mould.
   • Monitor regulations and Ombudsman publications in relation to Damp and Mould
   • Attend all meetings as required, from internal site to external meetings
   • The post holder will be expected to be aware of safeguarding vulnerable adults and children and report any concerns via Ongo’s Safeguarding policies and procedures.

 

Knowledge Skills and Experience Required

1. • Highly experienced in working within a customer care environment
   • Good knowledge of IT systems and experience of working with computerised systems
   • Experience and knowledge of reporting data and identifying trends or performance indicators
   • Knowledge of the construction trade is desirable
   • Understanding of customers disabilities and the help available
   • Ability to host meetings and present information in a clear manner.
   • Good communication skills, both oral and written
   • Problem solving and decision making skills
   • High level of interpersonal skills
   • Dedicated to the provision of a quality service
   • The ability to influence and coach staff to embed customer excellence

 

CLOSING DATE FOR APPLICATIONS – SUNDAY 10 MARCH 2024